Account research and escalations #1

Code I will use to determine if a tech visit is chargeable...

• Primary solution

• Charge code

• Primary finding

• Resolution primary code

Where can I find if the code belongs to a chargeable tech visit?

• Key: Icoms markets and sited IDs

• Solutions center: Account activity history

• Icoms: work order/view 2

• Key: List of icoms finding and solutions codes

Task for authenticating the customer on icoms...

Angry Customer

Should we deescalate the chat?

• No. The customer will be angrier.

• Yes. Transfer right away since the customer may get more upset.

• No. If you are correct the customer can not be escalated.

• Yes. One sincere attempt is needed before transferring the chat.

Happy Customer

When receiving a chat transferred from a different agent or deparment, I should...

• Ask the customer to wait while you review the conversation and thank them for their patience.

• Assk the customer again what he needs. Do not trust others.

• Apologize with the customer and provide a courtesy credit.

• Transfer the customer back to the agent that had the interaction.

Have you ever asked for a supervisor?

• Yes, but was not transferred at the end.

• No. Never had to ask for one.

• Yes. And I was transferred.

• No. they always say the supervisor is not available or there is ot any issue.

• Other...

Agent working at home in pijama.

The agents reviewed deserved to be escalated.

• Yes. They did not do well.

• No. Customers overreacted.

• Yes. Customers were all right.

• No. They are colleagues and we should help each other.

• Other...